- Report: #1118418
Report - Rebuttal - Arbitrate
Complaint Review: Best Buy
Best Buy1875 Campbell Lane Bowling Green, Kentucky USA
Best Buy Store #440, Bowling Green, Kentucky Store Manager Worst Customer Service EVER Bowling Green Kentucky
*Author of original report: My aren't you the lucky one...
*Consumer Comment: Don't Burn Breakfast
*Consumer Comment: Really?
*Author of original report: Jerks are every where....
*General Comment: Whine
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Well one of the greatest love affairs of all times has ended. Yes you heard right, my boyfriend Jason has broken up with Best Buy. I never thought I’d see it in my lifetime. He has lived and breathed his love for Best Buy for years. In fact when we travel, he makes it a point to visit Best Buy just to “check out” the stores. Various packages have shown up at my house unexpectedly quite often with Best Buy items inside. Jason has done his Black Friday shopping, Christmas shopping, birthday shopping, and in the middle of the night can’t sleep shopping all at Best Buy for as long as I’ve known him.
This isn’t just a minor spat, sleep on the couch kind of breakup. It’s a he cut up his cards, called and canceled his account, and unsubscribed to his Best Buy email kind of breakup. What might have happened to cause this love affair to end?
Shortly before Christmas he was in the market for new BluRay players for our household. He researched for days and religiously scanned Best Buy for well, the “best buy” on players. On December 21st he purchased two, LG 3-D Wifi, model BP335W blu-ray players. They arrived at our home around December 28th. We were out of town for the holidays. He also purchased a home theatre system around the same time (not from Best Buy). It was all part of his entertainment package “plan”.
Once all the components arrived he installed the theatre system and hooked up one of the blu-ray players. It worked perfectly for the “Star Wars Collection” that he and our son watched. HOWEVER, the next day we wanted to watch Netflix. Blu-ray wouldn’t connect to Netflix. He kept getting a TVP-805 error. He researched the error and discovered other people had the same problem with the player. Numerous forums including Best Buys and LG’s own forums have customers who are receiving the TVP-805 Cannot Connect to Netflix Error. It is NOT a Netflix error; it’s a blu-ray problem. LG Support advised customers to return the blu-rays to the dealer for a refund.
Jason has NEVER had issues with returns for Best Buy so went to Bestbuy.com and purchased TWO new blu-ray players that COST $40 more ($20 per player more) to be picked up in store. He thought no big deal. He would just return the LG’s to Best Buy the same day he picked up the new Panasonic players. WRONG.
Jason is General Manager for retail store which is located a few blocks from Best Buy #440 in Bowling Green, KY. Yesterday, (1/24/14) he went to the Best Buy store to do the return. This is where the problem started. “Customer Service” advised him of a 15 day return policy. He tried to explain that he had JUST hooked up the product. He asked if he could talk to a manager.
He encountered an EXTREMELY rude person who identified himself as the store manager. From the minute he walked up, he was smug and rude. Jason introduced himself and extended his hand to shake. I will also state he was wearing his establishment’s logo on his shirt and wearing his manager name tag. Instead Mr. Manager rudely asked him “what he could do for him”. The manager refused to hear the situation, only repeating the “15 day return policy”. Jason again tried to explain that he realized that but given the holidays and that he had just hooked up the player a few days ago that he was asking for assistance. Manager loudly comments, “That might be how you do things at (your retail store) but that is NOT how we do things at Best Buy!” This was an extremely poor customer service attitude and even poorer treatment for a fellow business manager.
At this point Jason left the store and contacted Best Buy’s 888-Best Buy number and was told that the store manager was correct and Best Buy wouldn’t refund the money. So Jason hung up and called back to ask for a supervisor to report his rude treatment and dissatisfaction. The young lady claimed to be transferring him to a supervisor and transferred the call.
THIS time he got a nice gentleman who wasn’t a supervisor but offered to help him. Jason explained the problems and the runaround he had received and that basically he was calling to issue a complaint and cancel his account as he had already cut up his card. Nice Gentleman placed him on hold and started the process. When he came back to the phone, he explained everything that he had done. Turns out “Nice Gentleman” was in fact an engineer for Best Buy and the call was blindly transferred to him (good luck for Jason). Nice Gentleman explained that HE as an employee of Best Buy had gotten a terrible runaround himself but then contacted some office and was able to get Jason a FULL REFUND of the LG players, and emailed him a return label to send the product back to Best Buy.
Best Buy lost not only the $255 for the FOUR blu-ray players that were purchased but our family has closed a long standing account with Best Buy and Jason cut up his Best Buy cards AND unsubscribed from the DAILY emails. Jason also called and canceled his “Geek Squad” protection on several items that we own. We would rather pay for a replacement than EVER deal with Best Buy again.
You can thank the STORE MANAGER at Bowling Green, KY Best Buy #440 for the MOST part of his actions. Not only that but we will tell all our friends and family how poorly he was treated at Best Buy with the exception of “Nice Gentleman”, who was an ENGINEER...not a manager…not a supervisor. But he showed OUTSTANDING customer service. At that point it was too late to save the love affair but at least Jason received a refund.
And for the final chapter, last night he purchased TWO more blu-ray players from Best Buys competitor!!!
This report was posted on Ripoff Report on 01/25/2014 12:56 PM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Buy/Bowling-Green-Kentucky-42104/Best-Buy-Store-440-Bowling-Green-Kentucky-Store-Manager-Worst-Customer-Service-EVER-Bo-1118418. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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